Norbit has automated ServiceDesk processes for the 585 * Golden jewelry chain

2022: ServiceDesk Implementation

The company NORBIT (part of the group) LANIT announced on July 7, 2022, an improvement in the reception and distribution of service calls from users in a single system for the Russian retail jewelry the network. " 585 * GOLD Thanks to the implementation of the solution based on ": 1C-Bitriks24 Enterprise" it was possible to significantly increase the speed of processing requests, it became possible to centrally control the quality of service.

Applications from retail store employees received through mobile application the 585 * GOLDEN web portal are created in the internal BPM system and fall into Bitrix24. Thanks to the functionality ServiceDesk , the process of their registration, routing, coordination, execution and control is automated. In addition to the services available to customers, the platform allows office employees to issue requests through an updated system and quickly receive feedback. communication This applies to applications to IT the technical and economic service, ordering certificates from the accounting department or human resources department and resolving other issues.

About two thousand requests are processed in the system every day. The request card records the person responsible, the team leader and the list of observers, as well as the deadlines for execution. The purchase requisition is automatically assigned to a workgroup that corresponds to the direction, subject, and object of the case. Communication between the initiator, the responsible person and the working groups is implemented in a single field. In the system, it is easy to track the status of each task and the entire chronology of working with the application, as well as key SLA metrics.

When the request is completed, the card records the time spent, as well as the resources used during the work. All this helps to reduce the number of errors, minimize information loss and duplication and increase the transparency of work on each application. The system collects detailed statistics on the labor costs of working groups and the effectiveness of each employee.

To organize the orderly work of all users in a single system and further scaling, integration with a file storage system (FSSD) was required. For these purposes, the functionality of "Bitrix 24.Disk" was adapted for the needs of more than five thousand users of the company. Physical storage is implemented in the corporate data warehouse (QCD), and all the functionality of working with files is implemented in Bitrix 24, including role access, creating partitions, cards and much more.

The chain has more than 1000 stores that sell a quarter of all jewelry in Russia. In addition, the company has 5 large offices in different regions of the country. A large volume of orders also generates a growing number of service calls. The introduction of Bitrix 24 helped to significantly increase the speed and improve the quality of processing applications from retail and offices by automating routine operations. It made it possible to more efficiently distribute them among working groups, regulate the burden on employees and improve the level of service, noted Alexey Felix, General Director of the federal franchise network "585 * GOLDEN."

In 2022, the emotions and impressions that accompany the purchase became determining factors in brand loyalty. The implementation of ServiceDesk is a vivid confirmation of the customer-centric "585 * GOLD." The company is focused on product and service quality, and IT technologies help keep them high despite the growing scale of the network, other business formats and changing market conditions. This solution improves customer experience, provides the necessary flexibility and omnichannel approach to communication with customers, told Vladimir Vertogradov, Managing Director of NORBIT, stressed